UKG Support Analyst - Accruals in Wakefield

The UKG Support Analyst will focus on configuring and maintaining calculated accruals within the UKG Pro Workforce Management (WFM) application and providing ongoing business-as-usual (BAU) support. This analyst-level role requires strong expertise in UKG configuration, particularly the Calculated Accruals module, and the ability to work independently on support tickets and new configuration requests.

Role Purpose

Ensure accurate Accruals configuration and timely resolution of support tickets related to timekeeping and accruals. Collaborate with HR, Payroll, and IT teams to maintain compliance and optimize system functionality.

Responsibilities

• Configure and maintain PTO accrual rules, Time Off Requests and related settings in UKG Pro WFM.
• Build new configurations for various calculated accrual policies and ensure alignment with organizational requirements.
• Manage and resolve BAU support tickets within defined SLAs, including troubleshooting and root cause analysis.
• Document configuration changes and maintain accurate records in the designated tracking system.
• Collaborate with stakeholders to gather requirements for new PTO/Accrual configurations and enhancements.
• Provide guidance and knowledge transfer to end-users and super users as needed.
• Escalate complex issues to senior support or technical teams when necessary.

Required Skills & Qualifications

• 3–5 years of experience in UKG Pro WFM support, with a strong focus on Calculated Accruals module configuration.
• Proven ability to build new configurations and manage ongoing support independently.
• Solid understanding of workforce management principles, timekeeping, and payroll processes.
• Strong troubleshooting skills and ability to resolve configuration issues efficiently.
• Excellent written and verbal communication skills.
• Ability to work independently and manage priorities in a fast-paced environment.

Preferred Skills & Qualifications

• UKG Pro WFM certification or equivalent training.
• Experience with ticketing systems and IT Service Management practices.
• Proficiency in MS Excel and Smartsheet for data analysis and reporting.

Soft Skills

• Strong collaboration and communication skills.
• Flexibility and adaptability in a dynamic environment.
• Ability to engage effectively with all levels of the organization, from leadership to individual contributors.
• Critical thinking and problem-solving skills.
• Ability to export and present data clearly for leadership consumption.

Key Performance Indicators (KPIs)

• SLA adherence for ticket resolution.

Reporting Structure

Reports to UKG Support Supervisor.

Benefits & Compensation

Cushman & Wakefield provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements. The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications. The company will not pay less than minimum wage for this role. The compensation for the position is: $72,250.00 - $85,000.00.

Equal Opportunity Employer

C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

Accommodation Request

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email.